Return Policy

1. Introduction

Welcome to Our Big Day ("we," "our," or "us"). This Return and Refund Policy explains our policies regarding returns, refunds, and cancellations for services and subscriptions purchased through our platform. Please read this policy carefully before making any purchases.

Our Big Day is a wedding planning platform that connects couples with wedding vendors and services. This policy applies to all transactions made through our mobile application and website, including premium subscriptions, vendor bookings, and platform fees.

2. General Policy

Due to the nature of our services as a wedding planning platform, most services and subscriptions are non-refundable once purchased or activated. However, we understand that circumstances may arise where a refund is appropriate. This policy outlines the specific conditions under which refunds may be granted.

All refund requests must be submitted within the timeframes specified in this policy. We reserve the right to evaluate each request on a case-by-case basis and in accordance with applicable laws and regulations.

3. Premium Subscriptions and App Features

3.1 Subscription Cancellation

You may cancel your premium subscription at any time through your account settings. Cancellation will take effect at the end of your current billing period. You will continue to have access to premium features until the end of the paid period.

Subscriptions are billed in advance on a monthly or annual basis. Once a subscription period has begun, refunds for that period are generally not available unless required by law or in exceptional circumstances.

3.2 Refund Eligibility

Refunds for premium subscriptions may be considered in the following circumstances:

• Duplicate charges or billing errors
• Technical issues that prevent you from accessing paid features
• Refund requests made within 48 hours of initial subscription purchase (for first-time subscribers only)
• Circumstances beyond your control that prevent use of the service

3.3 In-App Purchases

In-app purchases, such as premium features or credits, are generally non-refundable. Refunds may be available through your device's app store in accordance with their policies (Apple App Store or Google Play Store).

4. Vendor Services and Bookings

4.1 Platform Fees

Our Big Day charges platform fees for connecting you with vendors. These fees are non-refundable once a booking is confirmed, as they cover the cost of facilitating the connection and providing our services.

4.2 Vendor Service Payments

Payments made directly to vendors through our platform are subject to the individual vendor's cancellation and refund policies. We act as a facilitator and are not responsible for refunds of vendor services unless:

• The vendor fails to provide the agreed-upon service
• The vendor cancels the booking without proper notice
• There is a material breach of the vendor's service agreement

4.3 Cancellation by Vendor

If a vendor cancels your booking, you will be entitled to a full refund of any payments made for that service. We will work with you to find an alternative vendor if desired.

4.4 Cancellation by Customer

Cancellation policies vary by vendor and service type. Generally:

• Cancellations made more than 30 days before the service date may be eligible for a partial refund (less platform fees)
• Cancellations made 14-30 days before the service date may be eligible for a 50% refund (less platform fees)
• Cancellations made less than 14 days before the service date are typically non-refundable

Please review individual vendor cancellation policies before booking, as they may differ from our general policy.

5. Non-Refundable Items

The following items and services are non-refundable:

• Platform fees and service charges
• Services that have already been rendered or completed
• Digital products or content that has been downloaded or accessed
• Gift cards or promotional credits (unless required by law)
• Services cancelled due to customer breach of terms
• Subscriptions after the refund period has expired

6. Refund Processing

6.1 Requesting a Refund

To request a refund, please contact our customer support team at support@ourbigday.lk with the following information:

• Your account email address
• Order or transaction number
• Reason for refund request
• Supporting documentation (if applicable)

6.2 Processing Time

Refund requests will be reviewed within 5-7 business days. Approved refunds will be processed to your original payment method within 10-14 business days. Processing times may vary depending on your payment provider.

6.3 Refund Method

Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

7. Dispute Resolution

If you are dissatisfied with a vendor service or have a dispute regarding a booking, please contact us immediately. We will:

• Investigate the matter thoroughly
• Mediate between you and the vendor when appropriate
• Determine eligibility for refunds based on the circumstances
• Provide a resolution within a reasonable timeframe

We encourage open communication and will work diligently to resolve any issues to your satisfaction.

8. Special Circumstances

8.1 Force Majeure

In cases of force majeure events (natural disasters, pandemics, government restrictions, etc.) that prevent service delivery, we will work with vendors and customers to reschedule services or provide appropriate refunds on a case-by-case basis.

8.2 Wedding Cancellation

If your wedding is cancelled or postponed, please contact us as soon as possible. We will work with you and your vendors to:

• Reschedule services when possible
• Negotiate refunds based on vendor policies and timing
• Provide support during this difficult time

9. Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your bank or credit card company, we reserve the right to:

• Suspend your account pending resolution
• Provide evidence of service delivery or terms acceptance
• Pursue collection of any amounts owed

We encourage you to contact us directly to resolve issues before initiating a chargeback, as we can often resolve matters more quickly and amicably.

10. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of any material changes by:

• Posting the updated policy on our website
• Sending an email notification to registered users
• Displaying a notice in the app

The "Last Updated" date at the top of this page indicates when the policy was last revised. Your continued use of our services after changes become effective constitutes acceptance of the updated policy.

11. Contact Us

If you have any questions, concerns, or requests regarding returns, refunds, or this policy, please contact us: